Support and help.

How to reach us

For help with an assessment, automation, website or custom software project, email hello@graciastudio.dev. Include your business name, the project or booking you need help with, and the best way to contact you.

To speak to a person, call 0466 449 608. Our support hours are Monday to Friday, 9am–5pm AEST (Brisbane time). We reply to email within one business day. A reply confirms the next steps; the time needed to resolve a fault depends on the issue and your support agreement.

If a live system has stopped working, is sending incorrect messages or is affecting customers, call during support hours and email with “Urgent” and your business name in the subject. Tell us what is affected and whether work can continue. Urgent requests are prioritised during support hours; any additional cover is agreed in writing.

Something we built has stopped working

Send the details you have. You can report a problem even if you are unsure what caused it or whether it is covered by support. Useful details include:

• The workflow, website or system affected, with its page address where relevant.
• What you expected to happen and what happened instead, including any error message.
• When it started, whether it happens every time, and who or what is affected.
• A job or quote reference, or the time an event occurred, that we can use to trace the problem.
• Recent changes to the software, permissions, connected accounts or workflow.
• For a website or app issue, your device, browser or app version and the steps that trigger it.

Screenshots help; hide customer information and other sensitive details first. Do not email passwords, API keys, sign-in codes or full card details. If we need access, we will arrange a separate login or an invitation with only the permissions needed, which you can revoke later.

If an automation is sending incorrect messages or repeating actions, use its existing pause control if you know how to do so safely, and tell us what you paused. Avoid deleting records or repeatedly rerunning a failed job while we check it.

What support covers after launch

Your project proposal sets out the included period of support for faults in what we built. Send us the project name and we can confirm what applies to your system.

Ongoing support, monitoring, new features and changes outside the original scope are quoted separately. A third-party service changing, someone else editing the system or a change in how your business operates may require new work. We will explain the cause and agree any additional scope and cost before proceeding.

Support arrangements do not limit any rights you have under the Australian Consumer Law. See sections 11 and 12 of our terms of service.

Before you buy

If you want to discuss an assessment, automation, website, custom software or AI & Automation Coaching, book the free 15-minute assessment or call us. You can also read our frequently asked questions and pricing and services.

Project work, coaching, setup, training and ongoing support are scoped and quoted before work begins, with the price and schedule agreed in writing.

Assessment bookings and cancellations

The free assessment is a 15-minute call with no payment required. The paid AI & Automation Assessment costs A$749, excluding GST, and includes a 45–60 minute Cal Video call, a written roadmap within 48 hours and a 30-minute guided follow-up call. It is booked through Cal.com, with payment handled by Stripe.

Your confirmation email contains the appointment details and joining instructions. Check your spam folder and the email address you used to book. If a confirmation is missing, the joining link fails or payment went through without a confirmed appointment, email us with your name, booking email and the approximate booking time. Contact us before paying again so we can check the booking.

Use the reschedule link in your confirmation email or email us with reasonable notice. Check the time zone shown on your booking; our business hours use Brisbane time. If you cannot join a scheduled call, contact us as soon as you can.

For the paid assessment, cancel at least two business days before the scheduled call for a full refund. With less notice, contact us and we will reschedule where we can. For project or coaching bookings, refer to your agreed proposal. The full assessment cancellation terms are in section 4 of our terms of service.

Roadmaps, follow-up calls and training

After the free call, we send a short written summary within one business day. After the paid assessment, we send your roadmap within 48 hours and arrange the 30-minute follow-up. If it has not arrived, check your spam folder, then email us with the date of your call and the address used to book.

If you need help understanding a recommendation or arranging the follow-up, get in touch. The roadmap is yours to keep. Setup and implementation, practical team training and ongoing coaching are available and quoted separately, so you can choose the help you need.

Payments, receipts and refunds

Online assessment payments are processed by Stripe. If you need a receipt or invoice, have a payment error or think you have been charged twice, email us with the booking or invoice reference, the address used to pay, the date and the amount. Check your spam folder for a missing receipt.

For a refund or cancellation request, tell us which booking or project it concerns and what happened. Assessment refunds follow section 4 of our terms of service; project payments follow your agreed proposal and the terms. Your rights under the Australian Consumer Law still apply. The ACCC explains consumer rights and guarantees.

Do not send full card numbers or card security codes. Once a refund is processed, the time it takes to appear depends on your payment provider.

Access, handover and leaving

Your data and accounts remain yours, and the assessment roadmap is yours to keep. Once the agreed work is paid in full, you own the deliverables built specifically for your project. Our pre-existing tools and third-party components have their own ownership and licence terms, as explained in section 9 of our terms of service.

To request project files, documentation, a data export or removal of our access, email us with the project and what you need. We will agree the handover steps and confirm when our access has been removed. If you are moving to another provider, tell us who should receive the handover and when, so we can coordinate it with you.

Third-party subscriptions are held in your name and billed by those providers. Include them in your handover plan, and manage changes or cancellations through the relevant provider.

Privacy requests

To ask what personal information we hold, to have it corrected or to request deletion where we are not required to retain it, email hello@graciastudio.dev. Include enough information to identify the relevant enquiry, booking or project, without sending unnecessary sensitive information.

We may need to confirm your identity. We respond within a reasonable time, normally within 30 days. Our privacy policy explains what we collect, why we keep it and how to raise a privacy complaint.

Reporting a security issue

If you suspect unauthorised access, exposed information or a security problem in our website or something we built, email hello@graciastudio.dev with “Security” in the subject. Include the affected system, when you noticed the issue and the steps or redacted screenshots that explain it. For an active incident affecting your business, also call during support hours.

Do not include credentials or copies of other people’s private information. We will confirm receipt and discuss the next steps with you. Please give us a reasonable chance to investigate before sharing details publicly.

If you are unhappy with the service

Email us with “Complaint” in the subject, your booking or project reference, what happened and the outcome you are seeking. Include any previous correspondence so we can review the full situation.

We will review your concerns and discuss the next steps with you. If a support issue is still unresolved, reply to the existing email thread or call us, quoting the original reference. Privacy complaints follow the process in our privacy policy; other service disputes are covered by our terms of service.

Contact

Gracia Studio
Brisbane, Queensland, Australia
Monday to Friday, 9am–5pm AEST
hello@graciastudio.dev
0466 449 608